at Mass Markets in
Job Description
POSITION OVERVIEW
SALARY
Commensurate
…
POSITION RESPONSIBILITIES
This position is a technical support role, troubleshooting VoIP Phones, Data Gateways, and High-Definition (HD) Video service disruptions. A strong customer service background is necessary to provide world-class customer experience. You will interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience. In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day. Essential Duties+ Handle inbound and outbound contacts in a courteous, timely, and professional manner
+ Knowledgeable regarding Internet Service Provider services. Do you know what it means to “Pair a Remote”?
+ Trouble shoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution by problem solving and effective call handling
+ Ownership of resolving the customers reason for contacting Tech Support
+ Leverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed
+ Comfortable using a Knowledge Base system in conjunction with your call handling
+ Accurately document customer interaction and code the appropriate call type in the client Customer Relations Management System (Remedy)
+ Utilize knowledge base and training to effectively trouble shoot a customer’s situation as it relates to Data, Video, and VoIP Phone system
+ Accurately document customer interaction while following all required policies and procedures.
+ A strong desire to provide world class customer service every time you are interacting with our customers
+ Comply with requirements surrounding confidential information and personal information
+ Self-starter who stays up to date on ad hoc training activities
+ Adhere to all attendance and work schedule requirements
CANDIDATE QUALIFICATIONS
WONDER IF YOU ARE A GOOD FIT? We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated with a passion to provide superior customer interactions. Qualifications+ Must be 18 years of age
+ High school diploma or equivalent
+ Understand the basics of VoIP Phone systems, internet gateways, and HD video.
+ The ability to evaluate, troubleshoot, and follow-up on customer issues
+ Excellent organizational, written, and oral communication skills
+ The ability to type swiftly and accurately (30+ words a minute)
+ Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
+ Understanding Windows operating system
+ Highly reliable with the ability to maintain regular attendance and punctuality
+ An aptitude for conflict resolution, problem-solving, and negotiation
+ Must be customer service oriented (empathetic, responsive, patient, and conscientious)
+ Ability to multi-task, stay focused, and self-manage utilizing multiple tools to address the customer’s questions
+ Strong team orientation and customer focus
+ The ability to thrive in a fast-paced environment where change is constant
+ Excellent interpersonal skills and the ability to build relationships with your team and customers
Preferred (Not Required)+ One (1) year of experience in customer service or Tier II, technical support
+ CompTIA IT certification
COMPENSATION DETAILS
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year. Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location. JUST A FEW OF THE BENEFITS+ Medical, Dental, and Vision Coverage Options
+ Paid Time-Off
+ Regular Raises
+ Advancement Opportunity
+ Fun, Engaging Work Environment
+ Casual Dress Code
+ Cash and Prize Contests
PHYSICAL REQUIREMENTS
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.CONDITIONS OF EMPLOYMENT
+ Must be authorized to work in their country of residence (The United States or Canada)
+ Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results
+ Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
+ Must complete training and pass all assessments
REASONABLE ACCOMMODATION
Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources, kate.murph@mci.world.EQUAL OPPORTUNITY EMPLOYER
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI’s commitment to a diverse and equal opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compens To view full details and how to apply, please login or create a Job Seeker account